A threshold is a level of service. Below this level, you consider that customers to your contact center do not receive a satisfactory response. Above this level, you consider that your customers have a positive experience. For example, you can set a threshold time for your agents to respond to interactions. If you set this time at 20 seconds and your agents successfully respond to all interactions within this time limit, you might consider this a satisfactory performance. However, if your agents fail to respond to interactions within this time, you might consider adding more agents to your contact center or attempting to divert callers to digital methods of contact.

A service-level agreement (SLA) is an industry term that defines a level of service you expect, laying out the metrics by which the service is measured and remedies or penalties should agreed-on service levels not be achieved. It is a critical component of any technology contract. Using the threshold feature within Avaya Experience Platform™ Public Cloud, you can implement your SLA at an operational level.

You define thresholds at channel level for a queue to configure different values for each contact method. Email, phone calls, messaging, and chat all have different response time expectations. You can assign the same set of thresholds to multiple queues. For example, you can assign the same response times to the French Sales and English Sales queues.

You cannot assign multiple sets of thresholds to a single queue. For example, you cannot assign a 20 and 30 second response time for calls to the French Sales queue.

You can create, view, and edit thresholds, but you cannot delete them.

Sometimes customers abandon interactions just as Avaya Experience Platform™ Public Cloud routes them to an agent. The agent sees the interaction arriving but does not get a chance to accept it before the customer ends the interaction. In this scenario, it might be unfair to consider this interaction when calculating performance. For this reason, Avaya Experience Platform™ Public Cloud enables you to include or exclude it.

For real-time reports, you can also assign thresholds to each measure. This functionality is called Thresholds Classes.